Missing the Target

So Amy orders a Velma (think Scooby Doo) costume for Anna from Target.com.  She even plans ahead and orders it 6 weeks before Halloween.  10 days later we receive a "Skull Plaid Diva" (think my child is a satanist) costume.  She was a little miffed because Anna was expectantly awaiting its arrival.  I tell her not to worry, Target will fix it.  I suggest she call the toll free number on the packing slip.  She says there is no number.  I tell her to call the number on the web site.  She says there's no number there.  So as a last resort, she fills out their customer inquiry form and they respond the next day with this friendly email:

Dear Amy Dale,

I'm sorry for the trouble you had with your order. I know how frustrating it can be when an item doesn't work out, so I'm glad we can help. I've arranged for a replacement to be sent, with no new charges.

You can discard the original wrong item. We don’t need you to send it back.

Thanks for your patience while we fix this problem.

Please note: this e-mail was sent from an address that cannot accept incoming e-mail. 

Best regards,

Mandeep (Singh) Kohli

Sure enough, we received another package from Target today and it was the wrong item again.  Here's the crazy part.  The packing slip clearly lists the wrong item.  It in now way matches the item that is listed on the receipt from our order.

So Amy asks me to call them.  But we don't have their phone number, after searching their site for "Customer Service" I do a quick Google Search for "Target.com Customer Service" and find this post, At Target.com "Customer Service" remains a mystery.  Thankfully, someone has commented their with the phone number for Target customer support and I give them a call.  After navigated their ridiculous voice activated menus (for goodness sake, please set up "0" to reach a real person) I'm finally connected to Justin.

Justin listens as I explain my situation and informs me that their must have been a mix up with a supplier (pass the buck).  I ask if they can ship me the right item and he says they can only ship one replacement item.  He then tells me that I need to cancel my order and try again.  I ask if he can make sure that I'm going to be shipped the right item and he says that he has no way to contact the fulfillment center.  I tell him that someone must have a way and he then says that he can send them an email.  I suggest that he have them overnight me the correct item (see my recent praise of Zappos.com support) and he says that there is no way anyone can overnight that item because the item only has "regular" shipping available. 

Here's my question: Isn't there a real person anywhere at Target.com who could actually go into a warehouse and grab the correct item, put a FedEx label on it and get it shipped.  Amy's comment to me was, "They really don't even care do they."  You see, I think Justin does care, the problem is he works for a company that doesn't.  Unlike Zappos, who gives their employees the power to fix customer problems, Target seems to think they can live on their Bricks and Mortar reputation (I love their regular stores), and forget that what their customers think really matters.  Maybe someone who actually has some power over at Target.com should take the time to search on-line and see what their customers are saying about them.  As you'll see from their Shopping.com reviews, I'm not the first one to have these problems.

After an extended conversation, Justin promised to email me tomorrow to let me know what is happening with my order.  I'll let you know if they redeem themselves.

What can other on line companies learn from Target?

1. Make it easy for people to reach a real person at your company.  Post your phone number everywhere, on each page of your site and on each piece of paper you send to your customers.

2. Empower your employees to fix your customers problems. 

Will I shop at Zappos.com again?  Absolutely.  Target.com?  Probably not.

Comments

[Holly]

OMG. I am having the same problem. I have lost my card, so the number they provide on the site(#'s) do me no good. They won't let u talk to someone unless u have the #...DUH, what happens when someone has LOST THEIR CARD...uggg. I want a new one, cause i just paid it off and need it desperately. So, i go into Target store, and they give me some #, which someone actually answers to, but they say I have to write them...so I do, and this was like a month ago, still no new card. So, I went online to their site to see if i could find a number. There is NO cust. serv.number listed on there. I tried a couple numbers, and i needed MY CARD NUMBER, which i don't have cause I LOST MY CARD!!! So, i call a store thinking THEY may have the right number. Nope, that one needed my card number too. It is really sad when a company acts like they help people but try their hardest not to be reached. I'm going to try another # and then write them AGAIN!!! Holly